2/10 Terrible
JUAN, LIVERPOOL
Traveled with family
Jul 18, 2025
The hotel location was convenient and the included breakfast was good, so we chose it. However, our room’s AC didn’t work on a 90-degree day in NYC. After a couple of calls, the front desk sent someone who wasn’t a technician but just checked if we knew how to use the AC control. By 2 a.m., they gave up and said the repair would have to wait until the next day, which was very frustrating.
The next day, a real technician confirmed the AC was broken and they told me to wait for the fix. I requested another room, but the front desk said I had to wait in the lobby with my luggage until cleaning was done afternoon, adding to my frustration. I spoke with the manager, Jose, who gave us a “better” room facing a different street and two $20 coupons for the hotel facilities. He also promised a refund for the night without AC, which I never received. Travelocity is still handling that dispute.
This isn’t about the money—it’s about trust. I paid full price expecting all amenities to work. If you can’t provide proper service, maybe hospitality isn’t the right industry. I used one of the coupon for coffee the next morning after a disappointing weekend driving back home. Thanks for the Coffee!!
JUAN
Stayed 2 nights in Jul 2025